Zero Tolerance

The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and their staff have a right to care for others without fear of being attacked or abused.

We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and their staff courteously and act reasonably.

All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behaviour has been unreasonable.

However, aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.

Removal from the Practice List

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of The Surgery, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be
necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.

Helping you to manage your health

Who do I see?

For information on how best to be seen at the Surgery, select the service or condition you require.

Abdominal Pain

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Acute Asthma

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Anxiety

Who to see: GP

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Back Pain

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Blood Pressure Monitoring

Who to see: Nurse / Health Care Assistant

Advice: The Nurse/Health Care Assistant will consult the GP as necessary.

Blood Tests

Who to see: Health Care Assistant

Advice: Clinics are held daily at various times. Appointments for blood test MUST have been requested by your doctor or other health care professional.
For warfarin monitoring it is preferred for all samples to be taken at the beginning of the week. If you are in doubt please call to speak to one of our nurses who will advise you.

Boils

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Breathlessness

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Bruised Ribs

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Burns

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Cellulitis

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Cervical Smears

Who to see: Nurse

Advice: Once you are invited, make an appointment with the Routine Nurse or GP.

Chest Infections

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Children's Immunisations

Who to see: Nurse

Advice: Baby Vaccination Clinics are run by our Nurse Practitioners and Practice Nurses, appointments needed for Immunisations. Find out more at: www.nhs.uk

Chronic Heart Disease

Who to see: Nurse or GP

Advice: Annual clinic appointment will be sent to Chronic Heart Disease patients, please ask for an appointment if worried.

Cold Sores

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Colds

Who to see: Pharmacist

Advice: Antibiotics are not needed for the common cold as colds are caused by a virus. Find out more at: www.nhs.uk

Constipation

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Contraception/Family Planning

Who to see: Nurse Practitioner or Practice Nurse

Advice: Contraception and family planning appointments are available at various times each day.

Cough

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Cystitis

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Dental Problems

Who to see: Dentist

Advice: Please book an appointment with your dentist, or find a Dentist service via NHS: www.nhs.uk

Depression

Who to see: GP

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Diabetes Monitoring

Who to see: Nurse or GP

Advice: Routine annual clinic appointments will be sent to all our patients with diabetes. Patients are encouraged to book an appointment with our diabetes specialist nurse or their GP if they have any concerns at any other time and not to wait for their annual review.

Diarrhoea

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Diet/Lifestyle Changes

Dizziness

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Ear Care

Who to see: Nurse

Advice: If you think you may need ear irrigation ('syringing' ) please speak to one of our nurses who will advise you. Also please check the following information: NHS Earwax Information.

Earache

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Eczema

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Emergency Contraception

Who to see: Nurse or Doctor

Advice: Make an urgent appointment with the nurse or doctor. Please explain to the receptionist that the appointment is urgent and they will do their best to fit you in.

Eye Infection

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Eye Injuries

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Fit Note (Sick Note)

Who to see: Inform the Receptionist

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Flu

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Forms, Certificates and Medicals

Who to see: Inform the Receptionist

Advice: Completion of forms, certificates and medicals are not covered under the NHS. You will be charged for these services. Please discuss your requirements with our reception team. Examples are Medical Insurance reports, HGV medicals, holiday cancellation forms etc. Please note that the Practice does not offer a passport signing / form service.

Fungal Infections

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

General Advice

Who to see: Nurse Practitioner or GP

Advice: For general advice please ring to book a Telephone Consultation, you will be asked to give the phone number you want to be contacted on and given an approximate time to expect the call, please be available at that time and if using a mobile please ensure it is switched on.

Genital Herpes

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Hay Fever

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Head Injuries

Who to see: Nurse Practitioner

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Head Lice

Headaches

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Holiday Cancellation Certificate

Who to see: Inform the Receptionist

Advice: Holiday Cancellation forms are not covered by the NHS, there will be a charge for this service. Please read the form carefully and fill in and sign any parts that you need to complete before you bring the form to the surgery. We ask that you allow up to 21 days for the process to be completed, you will be contacted by phone when your form is ready for collection.

Hyperventilation

Who to see: GP

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Indigestion

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Infected Wounds

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Ingrowing Toenail

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Insect Bites

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Insomnia

Who to see: GP

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Insurance Reports

Who to see: Inform the Receptionist

Advice: Completion of forms, certificates and medicals are not covered under the NHS. Please read the form carefully and fill in and sign any parts that you need to complete before you bring the form to the surgery. We ask that you allow up to 21 days for the process to be completed, you will be contacted by phone when your form is ready for collection.

Medical Reports

Who to see: Inform the Receptionist

Advice: Completion of forms, certificates and medicals are not covered under the NHS. Please read the form carefully and fill in and sign any parts that you need to complete before you bring the form to the surgery. We ask that you allow up to 21 days for the process to be completed, you will be contacted by phone when your form is ready for collection.

Missed Contraceptive

Who to see: Nurse Practitioner / Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Mouth Problems

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Nappy Rash

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Neck Pain

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Nosebleeds

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Panic Attacks

Who to see: GP

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Passport Forms

Who to see: Inform the Receptionist

Advice: Passport forms are not covered by the NHS, and the University Medical Centre does not offer this service.

Period Problems

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Phobias

Who to see: GP

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Rashes

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Rectal Problems

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Removal of Stitches

Who to see: Nurse / Health Care Assistant

Advice: Make an appointment with one of our Nurses or health care assistants.

Sick Certificates

Who to see: Inform the Receptionist

Advice: Telephone to speak to our reception team. You will be required to give them your exact requirements.

Sick Note (Fit Note)

Who to see: Inform the Receptionist

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Sinusitis

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Skin Conditions

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Smoking Cessation

Who to see: Health Care Assistant

Advice: Please ask our reception team who will send your details to our Health Care Assistant who will contact you. If you would like help sooner please visit: www.nhs.uk/smokefree

Sore Eyes

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Sore Penis

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Sore Throat

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Stings

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Styes

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Sunburn

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Threadworm

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Travel Vaccinations

Who to see: Nurse

Advice: Make an appointment to discuss all your travel health needs.

Urine Infections

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Vaginal Discharge

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Verrucae

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Vomiting

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.

Warts

Who to see: Nurse

Advice: Please contact reception on 01225 789100 in the usual way to make an appointment.